Overview of Utah’s Online Eligibility Resource: ‘myCase’ and ‘Content Manager’ Barbara Hollister, Senior Business Analyst

2 myCase: Capabilities As of October 1, 2011 – View current and next months benefits – Print out 12-month history of benefits – Read and print notices and forms – Report changes – Make online payments – Opt to receive paperless notices and eAlerts – Link to an online chat – Online recertification 2

3 Impact on Enrollment Due to the anonymity of myCase, people are more likely to apply – Customers can apply, maintain their cases, and recertify without ever entering an office Online reviews have reduced the number of programs closed due to failure to complete reviews – On average, it takes 15 minutes to submit an online review Third Party Access will facilitate enrollment to the lower functioning population 3

4 Benefits and Challenges Over 118,000 customers online Over 3,060 reviews since August 1 Over 26,938 customers are receiving paperless notices – 73% of these customers read their notices within the first 24 hours Allowed us to reduce 142 staff without increasing workload 4

5 Future Changes or Enhancements December 1 st – Third Party Access – Elderly/Disabled will have greater access to myCase – Authorized Representative – Advocates or external approved agencies February 1 st – Enhanced Online Application – More dynamic – Program specific – Writes directly to the eligibility system Online screening and electronic verifications 5

6 Electronic Content Management System was created 12 years ago Current case load of active cases is 189,049 Barcoded documents are faxed, ed, or dropped off Team of 30, scan and file documents daily into case Type of documents stored: – Applications, reviews, official DWS forms – Permanent docs, birth certificates, marriage, divorce, custody, etc. – Income, Assets and Expenses – Medical history and TPL – Employment counseling (job search and training activities) – Investigations 6

7 Electronic Content Management Security access is set up by profiles: – Eligibility and Employment Specialists for DWS – Quality Control Specials for SNAP and DOH programs – Select ORS for TPL and Child Support Enforcement Information that cannot be kept electronically: – Clinical Therapist Records of any kind – Foster Care Placement myCase customers are able to view status but, cannot see actual documents 7

8 Contact Info Barbara Hollister, Senior Business Analyst Or Jay Hafen, Program Specialist