MI BRIDGESOverview

1

Today’s Agenda

• Overview

• DHS Application Process

• What is MI Bridges?

• Apply For Benefits

• Check My Benefits

• Future Enhancements

• Community Partner Impact

• Communications and Marketing

• Questions & Answers

2

DHS Application Process Offers New Option

Application accepted through existing and new

channels

In-person

Client Applies for Benefits Mail-in

Fax

Self Service(Online)

DHS processes application

• Applications accepted anytime• Clients can apply from anywhere • Automatic screening available• No in-person interview required• Reduce costs (paperless application)• Better client service (no waiting in

lines, no travel required, etc.)

• Registers application• Conducts client interview• Verifies client data• Determines eligibility• Issues benefits

• Completes application• Provides verifications• Submits application and

verifications to DHS

Existing

New

What is MI Bridges?

4

Goals of MI Bridges

FAP

Increase Program Participation

• Provide the means to apply for FAP from anywhere and at anytime

• Increase awareness

Local Office Worker Relief

• A Central Unit will be dedicated to be processing these applications

Better Customer Service

• Convenient

• No waiting in lines

• No travel required

• Screening available

What does MI Bridges offer?

Report My ChangesCheck My BenefitsApply For BenefitsAm I Eligible?

Benefit assessment /

screening tool

Online FAP Application

Up-to-date personalized client benefit information

Change reporting ability

(Coming Soon)

How to access MI Bridges

• MI Bridges is accessible online

• Available in English and Spanish

• Clients can create a new account or login into an existing account to complete an application or check their benefits

• Community Partners may also login to update their account details or submit applications

Apply For Benefits

8

> Food Assistance Program

Online Application Process

• Checks possible eligibility online

• Decides to apply for benefits

• Creates an account

• Completes online application and provides e-signature

• Waits for DHS contact

The Hall Family Applies for Benefits

1 Application submitted on MI BRIDGES

• Determines if applicants qualify for expedited benefits

• Stores the application filing date

• Places the application in a queue for processing based on expedited status and age

2 DHS Processing Center receives application

• Registration support specialists register the application

• Application gets assigned to a worker

• Worker reviews application and initiates client contact

• If unable to contact client, sends phone appointment notice and verification requirements

3

Online Application Process Cont’d

DHS conducts phone interview with client

• Upon contacting client conducts phone interview to gather more information

• Informs client of pending verifications

4

• Receives a verification checklist (DHS 3503)

• Gathers verifications required and mails or faxes DHS worker

• Checks verification and worker information online

The Hall Family faxes or mails verifications

5

• DHS processes the verifications and determines eligibility

• Issues benefits to client if eligible

• Sends notice (DHS-1605) to client

6 DHS determines eligibility

• Checks Benefits Online while waiting for notice

• Receives notice and EBT card in mail

7 Hall family receives benefits

Providing more information may benefit the client• Minimal client

information is required• However, by providing

as much information as possible on the online application, the worker will need to ask for less information during the phone interview

• This may result in the application being processed sooner

• Household, Income and Expense information will be needed to determine eligibility

A summary will be displayed at each step

• By displaying a summary, MI Bridges allows clients to verify the information they are entering at each step

Clients or A/R must provide an e-signature

• Clients may read their rights and responsibilities• Clients or authorized representatives must provide an e-signature

before submitting the application

Application number will be provided to client

• Once the application is complete the client will receive an application number

• Clients may also print their application

• Clients can now go to Check My Benefits to monitor the status of their application

You may also need to talk with a worker by phone.

Check My Benefits

15

> Food Assistance Program

Clients can check status and benefits online

Benefit Information

Amount

Availability Date

Case status

Household Information

Composition

Contact Information

Worker Information

Name

Address

Phone/ Fax

Action required

Appointments

Verifications

Redeterminations

Benefit information is available to the client

• Benefit information is available: Dannae, Desmond, Jonterey etc. are getting benefits since August 1, 2008

• In July 2009, they received $415.00

• The client needs to complete a review by July 2009

• FAP Benefits are available on their card on the 6th of each month

• Tonya was disqualified from receiving benefits (reason provided)

• They have an appointment on July 17, 2009

Contact and worker information is displayed

• Use the Contact Information tab

• Case Worker information is displayed including name, address, phone and fax

• Client Address and phone number on record is displayed

Clients can also check benefits on the phone

• An Interactive Voice Response (IVR) system will provide an accessible menu of options to respond to certain client inquiries regarding their case information– Worker information– Case status– Benefits– Action required

• The functionality will be similar to Check My Benefits on MI Bridges but will be particularly beneficial to clients who do not have online access

• A toll free number will be provided to allow clients to access their case information at anytime from anywhere

Advantages for clients, workers and agencies

More efficient use of worker time

Worker receives less inquires on benefit and

case status

Worker has more time to process applications

Better service provided to client from DHS and community agencies

Positive cycle created

Community agencies can more easily assist their clients due increased communication

channels (online, IVR) with DHS

IVRClients can check

benefits online and on the phone (IVR) anytime anywhere

Future Enhancements

21

> Food Assistance Program

Clients will be able to report changes online

Income

Member Moves InMember Moves Out

Expenses

Death

Address

Divorce

Marriage

What does this mean for you?Community Partner Impact

23

Community Agencies can create an account…

• By creating an account, your agency will be assigned a unique Agency number

• By entering the Agency number each time an application is submitted by your agency, DHS can acknowledge your outreach effort

• Your agency may update their information using their Agency number and Passcode

…in a few simple steps

1. Click on the Apply For Benefits on the home page

2. Select the fourth option, Register my agency as a Community Access Point, or update my agency's information.

3. Click Next4. Select the click here hyperlink next to If

you would like to register your agency as a Community Access Point

5. Enter your agency details, including a passcode on the Helping With Application page

6. You will receive a confirmation message with your Agency Number

7. Please use this number when submitting future applications

Please note down your Passcode: it will be used if you want to update your information

Please note and use your Agency Number to get “credit” for your submissions

After entering your

information you will

receive a confirmation

Community Agencies data will be captured

• The client is able to enter information about how or with whom they are applying

– Community Agency– Friend/family– Staff

person/volunteer at an agency

– Filing Representative– Legal Guardian– Someone with client’s

Power of Attorney

Enter your Agency Number here when

submitting an application

Several advantages to Community Agencies

• Standardized application– Special software not

required– Consistency between

community agencies

• Easier to apply– Paper applications do not

need to be mailed or dropped off at local office

– Apply at anytime– Apply at any location

• Bilingual– Available in Spanish

• Help client access benefit information

– Online and IVR– Client application status

and benefit information available at anytime

Communications and Marketing

28

Different media will be used to market MI Bridges

• Statewide tour beginning in August• Radio• Community Newsletters• Legislative newsletters• Posters• Twitter• Facebook• Other internet sites• DHS client correspondence

30

Any Questions?

Thank You!