Case Assignment/Case Transfers 1

2 Case Assignment The following slides outline possible scenarios and related business flows of the case assignment process to caseworkers in the Ohio Integrated Eligibility system. Depending on how a county office is setup (Individual Assignment/Case Bank), there can be several ways a case is assigned to a caseworker. Key Terminology: 1)Individual Worker Assignment: Each caseworker has their own caseload. 2)Case Banking: Cases are pooled in a common “bank”. Caseworkers can access the pool to work on a case or supervisors can reassign the cases. 3)Auto-Assignment: In counties, with auto-assignment enabled, cases are automatically assigned to a caseworker in the Ohio Integrated Eligibility system. 4)Workload Inventory: A caseload where all the cases are stored. Users can access the workload inventory by filtering by worker ID. 5)Task load Inventory: A caseload where all tasks are stored (County-specific). Users can access the Task load inventory for his/her respective office. 6)E-application Inventory: A global caseload where all e-applications, received through Ohio Benefits, that have not been assigned, are held. Users can access cases by filtering by their Office ID.

F ALLOUT SCENARIOS AFTER A CASE IS ASSIGNED TO A C ASEWORKER 3

Scenario 1 - Individual Worker Assignment: Only Supervisor Auto-Assigned as YES 4 COUNTY : FAIRFIELD OFFICE : FAIRFIELD County Job & ……. UNIT : MAGI MEDICAID NO TOUCH CONDITIONFALLOUT CONDITION Application/Case is auto assigned to the supervisor and is processed without caseworker intervention Application/Case is auto-assigned to the supervisor. A task is created, as soon as a fallout occurs, indicating the reason for the fallout. The supervisor accesses the task from Task Inventory and assigns the case to the appropriate caseworker (through workload assignment) System routes the application to the office with the closest ZIP Code match and then to the proper Medicaid MAGI unit in the corresponding office Client submits the application through the “Ohio Benefits “ portal

Scenario 2 - Individual Worker Assignment: All Eligibility Staff Auto-Assigned as YES 5 COUNTY : FAIRFIELD OFFICE : FAIRFIELD County Job & ……. UNIT : MAGI MEDICAID NO TOUCH CONDITIONFALLOUT CONDITION Application/Case is auto assigned to a caseworker per the Auto-Assignment Logic and is processed without caseworker intervention Application/Case is auto-assigned to a caseworker. A task is created as soon as a fallout occurs, indicating the reason for the fallout. Caseworker accesses the task from Task Inventory and assigns the case to the appropriate caseworker (through workload assignment) Auto Assigned : YES Supervisor System routes the application to the office with the closest ZIP Code match and then to the proper Medicaid MAGI unit in the corresponding office Client submits the application through the “Ohio Benefits “ portal

Scenario 3 – Case Banking; “Case Bank” Auto Assigned as YES 6 COUNTY : FAIRFIELD OFFICE : FAIRFIELD County Job & ……. UNIT : MAGI MEDICAID NO TOUCH CONDITIONFALLOUT CONDITION Application is auto-assigned to the Case Bank and is processed without caseworker intervention Application is auto-assigned to the Case Bank. A task is created as soon as a fallout occurs, indicating the reason for the fallout. The Supervisor/ Caseworker can claim the task from Workload Inventory (Eligibility -> Workload Inventory: Filter by Case Bank’s ID) and reassign or start working on the case Case Bank Auto Assigned YES Case Bank Auto Assigned YES Supervisor System routes the application to the office with the closest ZIP Code match and then to the proper Medicaid MAGI unit in the corresponding office Client submits the application through the “Ohio Benefits “ portal

F ALLOUT SCENARIOS BEFORE A CASE IS ASSIGNED TO A C ASEWORKER 7

Scenario 4 – Case fails to get auto-assigned to Caseworker/ case bank (System error/No one auto-assigned/MCI Error) 8 COUNTY : FAIRFIELD OFFICE : FAIRFIELD County Job & ……. UNIT : MAGI MEDICAID NO TOUCH CONDITIONFALLOUT CONDITION The Supervisor has to manually check the e- Application pool for any applications falling out before the case is assigned. (Case Info -> e-Tools -> Search by Office -> Enter Office ID). All applications that have fallen out, for that respective office, will show up. The Supervisor then manually assigns the case to caseworkers. NO Touch will never occur in this scenario Case Bank System routes the application to the office with the closest ZIP Code match and then to the proper Medicaid MAGI unit in the corresponding office Client submits the application through the “Ohio Benefits “ portal