No Rest for the Ticket
Beginning of the CA ticket summary line for a community partner's AP ticket.
What is AP CP?
How do CPs start their account creation process?
What is an email invite.
Name a type of change that can be done through Applicant Portal.
What are: 1) applying for and renewing benefits 2) reporting and making changes to their case 3) Uploading requested documentation. **being more specific is also ok**
Name 2 account types in Applicant Portal.
What are: 1) individual 2) individual AR 3) Organization AR 4) Community Partner 5) EBI User (Eligibility & Benefit inquiry user)
Name the compatible browsers with Applicant Portal.
What is Internet Explorer, Chrome, Firefox, Safari.
Clients and community partners email their AP screenshots to this inbox.
What is ONE Help inbox?
For RIDP, what kind of address should be provided for client AND CP accounts on the "User Verification Screens"?
What is home address? **why: Because we are verifying the identity of the person themselves.
Two potential barriers to using the Applicant Portal website.
What are: 1) Language barriers 2) Not able to complete RIDP 3) no access to internet/limited computer skills 4) physical disability
If a CP applies for a client through Applicant Portal, how does the CP get associated to the client's case?
What is automatic association - the CP comes over to the Worker Portal already associated to the case. No action required by an eligibility worker.
List 3 things the AP Tech Team can do for the caller.
what are: 1) go through manual RIDP process 2) Walk Oregonian through known errors 3) Troubleshoot other errors 4) Submit CA Tickets regarding the AP 5) Get screenshots from the Oregonian's account 6) View the Oregonian's application in AP 7) View the application numbers that are generated through AP 8) Answer technical AP questions.
Name the 3 types of CA tickets.
What is WP - Worker Portal ticket; AP - Applicant Portal ticket; AP CP - Applicant Portal Community Partner ticket?
How does the individual re-send the email verification link for their account set-up?
On the AP login screen, there is an option to re-send the email verification hyperlink to themselves if the original email expired or never arrived. Click "Here" is a hyperlink on the login page and then the client would just type in their account username and click re-send.
Name 3 changes that CANNOT be done through Applicant Portal.
What are: 1) Moving from CCO to open card 2) changing name OR DOB OR SSN 3) changing head of household 4) removing an alternate payee 5) changes to good cause for child support
What is the AP Tech Team not allowed to discuss with EBI users?
What is client benefit information (either verifying benefits or the anything on the client's case in the AP system).
This is usually the issue when the browser freezes or the navigation button on the web page do not work.
What is incompatible browser.
These 4 pieces of information are required for each CA ticket, and submitted separately from the ticket template to protect the client's PHI & PII.
What is client's name, phone number, username, and email?
What additional step is needed before an individual authorized representative can view their person's case information in AP?
They need to complete and send back a hard copy of the authorized representative paperwork (Form MSC 0231). This requires the signatures of the authorized representative and the person they are representing.
Name 4 pieces of information that the client can view/find on their dashboard.
What are: 1) case numbers & client ID numbers 2) checking benefit amt. 3) checking renewal dates 4) reading their correspondence and making changes to communication preferences 5) Checking on the status of their application 6) if they have more than one application on file, they can access old apps 7) finding resources for help and locating a CP in their area.
Name all the account types that use the MFA authentication step.
What are: 1) community partner account 2) individual AR account 3) Organization AR account
Why are cell phones and tablets more difficult to use with Applicant Portal? What CAN they do with their mobile technology?
What is cell phones/tablets not optimized for Applicant Portal. The website itself is not optimized for mobile/tablet use, and while it is possible to do, it can cause errors. We recommend account creation happen on a desktop or laptop. Phones and tablets can be used to upload documentation to their dashboard.
Detail the steps when more information is requested by ONE Triage.
What is one call-out attempt? Then send a secure email from the ONE Help inbox to the client requesting the information, using one of the email templates?
Outline the steps for how a successful individual account creation would go (exclude the manual RIDP/Experian steps).
What are: 1) Make a CCO change request 2) Locating their CCO website information 3) Involvement in an accident 4) Report a loss of TPL
What are EBI users and how do we know if they have one of these account types?
What are users from other state agencies (non-ODHS/OHA) who have view access ONLY in applicant portal. You can tell an EBI user if their login is their P# or OR#. These users access the site by logging in through Citrix and using the internal AP URL.
Why would a client see the "'My Dashboard' is not available for this account" error when they login to Applicant Portal?
This error code appears at login when a head of household or dependent case member, who is only associated to a single case, attempts to login to their account AND the case has been marked as confidential in worker portal. If the head of household wants to change this, the AP Tech Team transfers the caller to the eligibility queue. The question "Would the Head of Household like to block all case information from being accessible on the Applicant Portal?" needs to be changed to "NO."