Data Poster for week beginning October 9, 2022
This week, we saw some of our highest results for the number of Oregonians helped and calls answered had lower average wait times. Overall, incoming tasks remain high, but we were able to process more tasks five out seven days last week.
Please make sure you are providing the updated Oregon Benefits email box address, oregon.benefits@odhsoha.oregon.gov
Individuals are reporting that their emails are bounding back because they are using different variations of the address. The old email address, oregon.benefits@dhsoha.state.or.us, is still valid but we need to transition people to the updated email address. Please provide the new email address when working with individuals.
Coming soon! A Virtual Hold option will be available to those calling the ONE Customer Service Center. This means that rather than staying on hold for an extended period of time, a caller can choose to receive a call back – in the order the call was received – from the next available eligibility worker. Returned calls will take place during the same business day.
This new software is intuitive and calculates when to turn off the Virtual Hold option each day based on incoming call volume. For example, if a call is received at 5 p.m. and there are already a number of other callers waiting for a return call, the Virtual Hold option may not be offered.
The Applicant Portal Tech Team began piloting this new feature today. If all goes well, Virtual Hold will launch statewide beginning November 1. Please keep an eye out for training materials and confirmation of the statewide launch date.
The staff experience in the call center software will change slightly with the addition of a new “Automatic Call Distribution (ACD) Queue,” an element of VHT. Watch for updated talking points for staff answering VHT calls in an upcoming Weekly Update.
Due to Senate Bill 1538 and House Bill 4095, which passed in the 2022 legislative session, two brand new dental-only programs are coming to the Oregon Health Plan (OHP). The programs are called the Veteran Dental Program and the COFA Dental Program.
Eligibility for these programs begin on Jan. 1, 2023 but ODHS will start accepting applications starting Nov. 1, 2022. Eligibility for the programs will be determined in the ONE system and both ONE and the Combined Medical Application (OHP 7210) are being updated.
Each program has their own eligibility requirements, which are limited, but a major requirement of the programs is that individuals must be determined ineligible for Medicaid (full OHP Plus) before they can be reviewed for either dental program.
Individuals approved for the COFA Dental or Veteran Dental programs will get the same dental benefits as full OHP Plus members. Other benefits normally covered under OHP, such as medical or behavioral health services, are not provided. Learn more about OHP dental benefits. Individuals in these OHP Dental programs will also be enrolled into the new CCO-F (dental-only) plans starting Jan. 1, 2023.
To help staff prepare for these dental programs, several resources have been created:
- Talking Points for Client Services Unit
- Talking Points for Eligibility Workers
- Take Time for Training (TT4T)
- Intended Audience: Eligibility Workers and leadership
- When: October 18, 1:30 to 2:30 p.m. OR October 19, 10:30 a.m. to 11:30 a.m.
- To watch the webinar live, visit the Take Time for Training webpage and simply click ‘Join by Zoom.’ The webinar will be recorded and will be posted to the Take Time for Training library.
- Transmittal coming October 24 and will be posted to the OEP Transmittal Page.
Effective Oct. 17, 2022, a pilot will begin for ONE eligibility program transmittals. The new transmittal format combines all three types of transmittals into one form. In the next 60 days, we will be gathering feedback on any changes needed from staff and policy analysts. If you have feedback after viewing transmittals in the new format, email ODHS-OEP-StatewideDeliverySupport@odhsoha.oregon.gov
The Centers for Medicare and Medicaid Services (CMS) has renewed the federal public health emergency (PHE) for COVID-19 through Jan. 11, 2023. CMS will give states a 60-day notice before the PHE ends. The extension gives us more time to prepare ourselves and the people we serve for changes in benefits. Learn how ODHS and OHA are working together to prepare on the OWL. Find information you can share with your local partners here, including registration links for monthly webinars.
The Washington County Disability, Aging and Veteran Services (DAVS) office located at 5240 NE Elam Young Pkwy #300, Hillsboro, OR 97124, will be closed to the public on Wednesday, Oct. 26, 2022, from 11:45 a.m. to 2:15 p.m. for a staff meeting.
This office provides resource information, eligibility for food, cash and OHP benefits. Incoming phone calls will be forwarded to alternative locations during this time. In the coming days, Washington County DAVS will notify consumers of the closure via posted signage, social media and on their website.
During the closure, people can also apply or get information about their medical, food, cash and child care benefits by calling the ONE Customer Service Center between 7 a.m. and 6 p.m. Pacific Time at 800-699-9075 or through the ONE Applicant Portal.
Click here to view all previous Myth Busters, Huddle topics and Reminders, and Quick Tips available on OWL through the Troubleshooting Page.
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