LIEAP SSP Application Process

This business process flow shows the high level steps utilized in the LIEAP SSP application process.

1.1.  Business Process Diagram

1.2.  Business Process Steps

All LIEAP applications submitted from the Self-Service Portal (SSP) are prioritized in a list to be registered by a No Touch Registration BOT in KEES. The No Touch Registration BOT determines if there is an existing LIEAP case number the e-application can be linked to, or if a new LIEAP case number must be registered. If it is unable to determine if new case or existing case should be used, the BOT creates a task for registration staff to manually register the application.

Unable to Determine What to Do:

No Touch Registration BOT (KEES):

·         Creates a LIEAP No Touch Registration Manual task for the LIEAP queue

Registration Staff:

·         Claim the LIEAP No Touch Registration Manual task

·         Link and register the e-Application

·         Validate the address and Worker ID on the LIEAP program block are correct

·         Create a task on the tracker for the e-Application

·         Finish the task in KEES with a status of DCF-Complete

KEES:

·         Creates a Process LIEAP Application task for the LIEAP queue

Eligibility Worker:

·         Claim the e-Application from the tracker

·         Go into the context of the case and claim the Process LIEAP Application task and any other outstanding task(s) using Task Management

·         Process the e-Application task using BPM principles. See the LIEAP Procedural Manual for more information

·         Print all electronic documentation to Perceptive Content utilizing ImageNow Printer in the Case No-Task basket

·         Finish the task(s) using the appropriate status reason from below and click the Complete button

o   DCF – Complete: e-Application is processed, and a determination is given

o   DCF – Pending: e-Application cannot be fully processed, and a determination is not given

·         Update the Tracker with the status of the case

New Case Registration:

No Touch Registration BOT (KEES):

·         Registers all people using existing client IDs or by creating new client IDs and links the e-Application to a new case number.

·         Creates a Journal entry

·         Creates two tasks for the LIEAP queue: No Touch Registration Complete and Process LIEAP Application

Registration Staff:

·         Claim the No Touch Registration Complete task

·         Validate the address and Worker ID on the LIEAP program block are correct

·         Create a task on the tracker for the e-Application

·         Finish the task in KEES with a status of DCF-Complete

Eligibility Worker:

·         Claim the e-Application from the tracker

·         Go into the context of the case and claim the Process LIEAP Application task and any other outstanding task(s) using Task Management

·         Process the e-Application task using BPM principles. See the LIEAP Procedural Manual for more information

·         Print all electronic documentation to Perceptive Content utilizing ImageNow Printer in the Case No-Task basket

·         Finish the task(s) using the appropriate status reason from below and click the Complete button

o   DCF – Complete: e-Application is processed, and a determination is given

o   DCF – Pending: e-Application cannot be fully processed, and a determination is not given

·         Update the Tracker with the status of the case.

Existing Case Registration:

After the No Touch Registration BOT finds a usable case number it checks for an existing client ID or creates a new client ID for each applicant on the e-Application. If the BOT cannot decide if an existing client ID can be used or a new client ID needs to be created for anyone on the e-Application, then the BOT stops and creates a LIEAP No Touch Registration Manual task for the LIEAP queue. Follow the business process steps above outlined under Unable to Determine What to Do.

Next, the No Touch Registration BOT determines if there is an existing LIEAP program block on the case. It also checks if an application has been received and registered to the program block for the current LIEAP season

Yes, there is a Pending or Discontinued Program Block for the Current Season:

No Touch Registration BOT (KEES):

·         Links the e-Application and updates the status to In Progress

·         Creates a LIEAP No Touch Registration Manual task for the LIEAP queue

Registration Staff:

·         Claim the LIEAP No Touch Registration Manual task

·         Validate the address and Worker ID on the LIEAP program block are correct

·         Create a task on the tracker for the e-Application

·         Finish the task in KEES with a status of DCF-Complete

KEES:

·         Creates a Process LIEAP Application task for the LIEAP queue

Eligibility Worker:

·         Claim the e-Application from the tracker

·         Go into the context of the case and claim the Process LIEAP Application task and any other outstanding task(s) using Task Management

·         Process the e-Application task using BPM principles. See the LIEAP Procedural Manual for more information

o   This includes manually updating the e-Application Status on any duplicate applications

·         Print all electronic documentation to Perceptive Content utilizing ImageNow Printer in the Case No-Task basket

·         Finish the task(s) using the appropriate status reason from below and click the Complete button

o   DCF – Complete: e-Application is processed, and a determination is given

o   DCF – Pending: e-Application cannot be fully processed, and a determination is not given

·         Update the Tracker with the status of the case

Yes, there is an Active Program Block for the Current Season:

No Touch Registration BOT (KEES):

·         Links the e-Application and updates the status to Duplicate

·         Creates a LIEAP No Touch Registration Manual task for the LIEAP queue

Registration Staff:

·         Claim the LIEAP No Touch Registration Manual task

·         Validate the address and Worker ID on the LIEAP program block are correct

·         Create a task on the tracker for the e-Application

·         Finish the task in KEES with a status of DCF-Complete

KEES:

·         Creates a Process LIEAP Application task for the LIEAP queue

Eligibility Worker:

·         Claim the e-Application from the tracker

·         Go into the context of the case and claim the Process LIEAP Application task and any other outstanding task(s) using Task Management

·         Process the e-Application task using BPM principles. See the LIEAP Procedural Manual for more information

o   This includes manually updating the e-Application Status on any duplicate applications

·         Print all electronic documentation to Perceptive Content utilizing ImageNow Printer in the Case No-Task basket

·         Finish the task(s) using the appropriate status reason from below and click the Complete button

o   DCF – Complete: e-Application is processed, and a determination is given

o   DCF – Pending: e-Application cannot be fully processed, and a determination is not given

·         Update the Tracker with the status of the case

No, there is not a Program Block, or the Program Block is Denied for the Current Season:

No Touch Registration BOT (KEES):

·         Reapplies the program block and registers all people using existing client IDs or by creating new client IDs, and links the e-Application to the existing case number

·         Creates a Journal entry

·         Creates two tasks for the LIEAP queue: No Touch Registration Complete and Process LIEAP Application

Registration Staff:

·         Claim the No Touch Registration Complete task

·         Validate the address and Worker ID on the LIEAP program block are correct

·         Create a task on the tracker for the e-Application

·         Finish the task in KEES with a status of DCF-Complete

Eligibility Worker:

·         Claim the e-Application from the tracker

·         Go into the context of the case and claim the Process LIEAP Application task and any other outstanding task(s) using Task Management

·         Process the e-Application task using BPM principles. See the LIEAP Procedural Manual for more information

·         Print all electronic documentation to Perceptive Content utilizing ImageNow Printer in the Case No-Task basket

·         Finish the task(s) using the appropriate status reason from below and click the Complete button

o   DCF – Complete: e-Application is processed, and a determination is given

o   DCF – Pending: e-Application cannot be fully processed, and a determination is not given

·         Update the Tracker with the status of the case

1.3.  Key Process Considerations

·         e-Applications are queued to be registered by the No Touch Registration BOT by order of priority: 18-hour, 48-hour, no priority. Within each priority they are added in the order of which they were submitted from the SSP.

·         The No Touch Registration BOT processes all applications submitted prior to 5pm each day and will continue working until it has processed all applications in the business day or until KEES availability ends for the day. For example, if KEES availability is 6am to 8pm then the BOT will run as long as there are applications to be registered. If it is caught up to same day registration, then it will stop prior to 8pm in this scenario once it has registered all applications received prior to 5pm that day.

·         KEES generates all tasks within this process with an 18-hour or 48-hour priority if applicable. In addition, the Process LIEAP Application task noted in this process will generate as a Process LIEAP Exp 18 Hr App or Process LIEAP Exp 48 Hr task if applicable.