1. All EN Payments Call October 27, 2015 Ticket Program Manager Social Security’s Ticket to Work Program

2. Agenda Welcome Ticket Portal Tips and Tricks Payments: End-of-Year Stats Questions 2

3. 3 The Portal checks to see if there are sufficient earnings in SSA’s records each time a payment request is initiated. If there are sufficient earnings you do not need to provide evidence. Automatic check for earnings and new messages Ticket Portal Tips & Tricks #1 In this example, enough TWL earnings were found for the claim month. No further action is needed. Click Submit to create the request.

4. 4 Generating an Additional Fax Coversheet 1.From the Main Menu click on “View Pending Payments for Me” 2. Locate the payment request and click on “Actions” for that work case 3.Select ‘Fax additional information’ to create a new fax coversheet 4.Select a document type to send. 5.Save and/or print the fax coversheet. 6.Fax in the documents as soon as possible Ticket Portal Tips & Tricks #2

5. 5 Show Fax Status 1.From the Actions Screen, choose “Show Fax Status” 2.Fax Status screen displays all faxes generated in the Ticket Portal for that specific pending payment. Date fax requested Name of fax requester Fax Receipt Date Document Type It does not show the status of faxes sent to OSM. Ticket Portal Tips & Tricks #3

6. Ticket Portal – Payment Status There are two options to view payment status from the Payments section of the Main Menu. 1.“View payments already made to me” o Includes all payments that are closed. o Includes both paid and denied requests. 2.“View all pending payments for me” o Includes all payments that are still open. o Pending payments will include all payments that have not been sent to the Treasury yet. 6 Ticket Portal Tips & Tricks #4

7. Downloading Payment Status Reports 7 Ticket Portal Tips & Tricks #4

8. Payments: FY 2015 End-of-Year Stats 8

9. 9 Fiscal Year 2015: Payments End of Year Stats Performance Goal: To process all claims within 30 days of receipt. Process is defined as Paid, Denied, Diary for additional information. Number of Days < 1 day 5 days 10 days 30 days % of Total Claims 17% 28% 85% 100%

10. 10 Fiscal Year 2015: Payments End of Year Stats Payment Information: Payment Request Processed: 121,000+ Number of claims paid: 77,940 Total Dollars paid: $49.45 million Accuracy Rate: 97.41 (93 payment errors) Denial Information: Total Denials: 30,918 Comparison of Denials vs Payments Payments: 72% Denials: 28%

11. 11 Fiscal Year 2015: Payments End of Year Stats Denial Reasons: 1.Program-Related Denials: ENs have no control (74% of all denials) Beneficiary payment status Lookback earnings Successful VR closures Maximum # of Phase 2 or Outcomes have been paid 2. EN-Related Denials: EN’s can prevent these denials Earnings do not meet criteria Duplicate Requests Insufficient Documentation No response to request for documentation Premature submission of payment request Claim is for Milestones and Outcome only payment method was chosen

12. EN Payments Help Desk: 1. Inquiries from ENs: Calls vs. Emails Calls3,464 Emails5,947 2. Type of Email requests 46%Individual responses to EN inquiries 35%EN Payments outreach for missing documents 11%Inquiries submitted to Payments Supervisors 4%Inquiries escalated to QA Help Desk Specialists 1% Non-payment related issues 12 Fiscal Year 2015: Payments End of Year Stats

13. Questions and Answers 13