Overview of Utah’sOnline Eligibility Resource:

‘myCase’ and

‘Content Manager’Barbara Hollister, Senior Business Analyst

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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

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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

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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

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Future Changes or Enhancements

• December 1st – Third Party Access– Elderly/Disabled will have greater access to myCase– Authorized Representative– Advocates or external approved agencies

• February 1st – Enhanced Online Application– More dynamic– Program specific– Writes directly to the eligibility system

• Online screening and electronic verifications

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Electronic Content Management

• System was created 12 years ago • Current case load of active cases is 189,049 • Barcoded documents are faxed, emailed, 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

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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

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Contact Info

Barbara Hollister, Senior Business Analyst• barbarahollister@utah.gov • 801-503-7577

OrJay Hafen, Program Specialist

• mycasedemo@utah.gov• jbhafen@utah.gov• 801-707-9375

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