E-Applications are registered via a No Touch Registration Process. See SSP Application Process for more information.
If an e-application cannot be registered by the BOT it must be manually registered.
Manual e-Application Registration
e-App Status and Manually Updating an e-App Status
Searching for an e-Application
e-Application Linked to the Wrong Case
This business process flow shows the high-level steps utilized to process an Application from the Self-Service Portal (SSP).
When a consumer submits an Application through the SSP, KEES automatically creates and images a PDF version of the Application to the Non-Medical SSP Application document type for Food Assistance, TANF, Child Care and LIEAP applications.
All applications submitted from the Self-Service Portal (SSP) are prioritized in a list to be registered and processed by a No Touch BOT in KEES. The No Touch BOT determines if there is an existing case number the e-application can be linked to, or if a new case number must be registered. If it is unable to determine if a new case or existing case should be used, the BOT creates a task for registration staff to manually register the application.
For LIEAP Applications:
If the BOT can successfully register the application, then the BOT attempts to process the LIEAP application. When the BOT reaches a point in which it is no longer able to continue processing, the BOT creates a journal entry detailing which step in the process the worker should start with and adds the application to the EES Tracker.
For Food Assistance, TANF, Child Care, and SUN Bucks Applications:
If the BOT can successfully register the application, then the BOT creates a journal entry detailing which step in the process the worker should start with and adds the application to the EES Tracker.
No Touch BOT (KEES):
For LIEAP applications: Creates a LIEAPNo Touch Registration Manual task for the LIEAP queue
For Food Assistance, TANF, or Child Care: Creates an EES No-Touch Registration-Manual task
For SUN Bucks: Creates a P-EBT Manual Registration Required task for the Administrative Queue
Registration Worker:
Access the Task Inventory page and click the appropriate task hyperlink to claim the task.
Review the journal and task details to determine where in the registration process to begin
If the e-Application is not linked:
Click the Images button from the Task Detail window to view the PDF of the Application associated to the task.
Click the e-Application hyperlink from the Task Detail window to view the e-Application Summary page.
Close the task.
Link the e-Application to the case.
Review the Application Intake Page.
Manually file clear the Primary Applicant if the Primary Applicant displayed No under the File Cleared column on the Application Intake page.
If the consumer is found in KEES and reports a new address, click the Edit button on the Registration Person Detail page to add the address while completing the manual file clearance process.
Use the Previous Case List page to select an existing case number or create a new case number.
Manually file clear any other applicants KEES was unable to file clear by clicking the Add Person button from the Case Member List page
If linking to a new case, use the Pending Assignment List page to assign a worker ID.
If linking to an existing case complete the following steps if applicable:
Add Program Block(s)
Rescind or Reapply Program Block(s)
Add Program Person(s)
Re-index any SSP PDF images from the Non-Medical SSP Application document type to the Application document type utilizing the e-Form. See DCF Imaged Forms Desk Aid for re-indexing supporting documentation.
Finish the task using a status reason of DCF-Complete and click the Complete button to automatically generate a Processing task for an Eligibility Worker.
Create a task on the Tracker.
If the e-Application is linked:
Validate the program has been applied, reapplied, or rescinded as needed
Validate the address and Worker ID are correct
Re-index any SSP PDF images from the Non-Medical SSP Application document type to the Application document type utilizing the e-Form. See DCF Imaged Forms Desk Aid for re-indexing supporting documentation.
Finish the task using a status reason of DCF-Complete and click the Complete button to automatically generate a Processing task for an Eligibility Worker.
Create a task on the Tracker.
Red/Green/Blue Team Worker:
Claim the task from the Tracker.
From the context of the case, use Task Management to claim all tasks associated to the case from KEES.
NOTE: For Red Team, the task name is TANF/RCA/CC-Application. For Green Team, the task name is FA/Medical Application.
Accept or reject SSP data by completing Data Acceptance and process the Application. This includes the collateral contact process and printing electronic supporting documentation to Perceptive Content in the Case-No Task basket.
Finish the task using the appropriate status reason from below and click the Complete button.
DCF – Complete: Application is processed and a determination is given
DCF – Pending: Application cannot be fully processed and a determination is not given
DCF – No Show: Application required an interview and it was not completed
Update the Tracker with the status of the case.
LIEAP Eligibility Worker:
Claim the e-Application from the EES Tracker
Process the e-Application task using first contact resolution. See the BPM Handbook for more information.
Print all electronic documentation to Perceptive Content utilizing Perceptive Content Printer in the Case No-Task basket
Update the EES Tracker with the status of the case
No Touch BOT Successfully registers a LIEAP e-Application:
No Touch Bot (KEES):
The No Touch BOT attempts to process the LIEAP application by acting on each LIEAP data collection page. If the BOT reaches a point in which it cannot continue, it creates a Journal entry instructing the worker where to start processing and adds the case to the EES Tracker.
The No Touch BOT processes the LIEAP application in the following order:
Contact Summary Page
Accepts any address changes except for Foster Children.
If the Physical address is out of state, the BOT stops processing.
Individual demographics
The BOT ignores changes to first name, SSN or Date of Birth.
Accepts changes to race/ethnicity, email address and phone number.
If there is a change to the last name that is not identified as a likely typo, the BOT stops processing.
Income
The BOT compares the income reported on the application to income known to any Active Food Assistance, TANF or Child Care programs.
If the application has a change in income the BOT stops processing. A change in income is defined as there being more than a 20% difference between known income and the application.
If there is no change in income, the BOT creates a LIEAP income record of the same type and amount as on the Active Food Assistance, TANF or Child Care program.
If there is no income reported on the application and no income on the Active Food Assistance, TANF, or Child Care program it is considered verification of no income.
If there is no Active Food Assistance, TANF, or Child Care program the BOT stops processing.
Energy Information Detail
If the applicant reports a change in dwelling type, fuel source, or how the bill should be split, the BOT stops processing.
Money Management
The BOT compares the vendor listed on the application to the existing vendor from a previous LIEAP season. The BOT has been taught to compare common names (i.e. if the application says KSGAS, it recognizes that vendor as One Gas).
If the application reports a new vendor, or if the vendor or service is no longer Active, the BOT stops processing.
Compare Household Status
The BOT checks to see if all people being applied for have a Household Status of “In the Home” or blank. If not, the BOT stops processing.
Compare Benefit Group
The BOT compares the Benefit Group size to the last time a LIEAP application was processed. If there is a difference, the BOT stops processing.
Check for Guardian/Conservator
The BOT checks for an existing Guardian or Conservator. If one exists, the BOT stops processing.
Run EDBC
The BOT Saves and Accepts any EDBC results that end in approval.
The BOT reviews any denials and only Saves and Accepts denials that have been identified as low risk. If the denial cannot be saved, the BOT stops processing.
Eligibility Worker:
Claim the e-Application from the EES Tracker.
Go into the context of the case and review the Journal for instructions on where to start processing.
Process the e-Application beginning on the first page that was not completed by the BOT using first contact resolution. See the BPM Handbook for more information.
Print all electronic documentation to Perceptive Content utilizing Perceptive Content Printer in the Case No-Task basket.
Update the EES Tracker with the status of the case.
If the consumer is homeless, set the mailing address to General Delivery. When entering a physical address, enter ‘Homeless’ on line 1, and then use the general delivery information for city, zip code, and state.
The Eligibility Worker can choose to accept or reject SSP data on the data collection pages.
Process Application includes the collateral contact process and printing any additional electronic supporting documentation to Perceptive Content in the ‘Case-No Task’ basket.
When an interview is required the Eligibility Worker claims the task and follows the ‘cold’ call process. If the ‘cold’ call is unsuccessful, the Eligibility Worker should not complete data acceptance or process the Application. An interview record should be created on the Customer Appointment Detail page with ‘Scheduled’ selected as the status. The status reason on the claimed task should be updated to ‘DCF-No Show’.
Shared Data is when a data collection page in KEES has one data field used by both DCF and KDHE to collect information and determine eligibility.
Communication between agencies is required when certain data is created, updated or changed in KEES.
When the case you are processing 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 Processed by Worker. See Manually Updating e-Application Status for detailed steps.
When a user clicks on the task name hyperlink in Task Inventory, this will automatically claim the task.
When a task is claimed, all tasks for the same case number in the same queue will automatically be claimed also.
e-Applications are queued to be registered by the No Touch BOT by order of priority. For LIEAP that includes 18-hour, 48-hour, no priority. For Food Assistance that includes expedited or non-expedited. Within each priority they are added in the order of which they were submitted from the SSP.
There are No Touch BOTs assigned to LIEAP, SUN Bucks, and Food Assistance/TANF/Child Care. Priority is managed within that program designation.
The No Touch 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 if 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 completed all applications received prior to 5pm that day.
When claiming a LIEAP application that has been partially processed by the No Touch BOT, the eligibility worker should not rework any page that has already been completed by the No Touch BOT.