As we have shared, we are preparing to transition the statewide Virtual Eligibility Centers (VECs) to the Oregon Eligibility Partnership (OEP). This is the start to bringing eligibility staff into a single organizational structure devoted to understanding and providing what staff need to make sure all people receiving benefits have consistent, timely, equitable and quality customer service.
The 5503 and 5509 VECs will be transferred into the statewide VEC first, later this year. A Frequently Asked Questions (FAQ) and background information page is now available about this initial transition.
The FAQ was created based on conversations OEP leaders recently had with leaders and staff in the 5503 and 5509 VECs. The FAQ, which incorporates the talking points about the transition that were distributed in June, will be expanded and updated as the transition plan is finalized.
Should you have questions or feedback, please submit it to the transition project team using the Initiative Feedback Form.
When a loss is reported and the “Skimming/Scam” reason is selected, benefits from the past need to be replaced within ten days, not 30.
Non-working students who apply for Employment Related Day Care (ERDC) while they are on a winter, spring or summer school break have the following options for providing verification of class schedule:
- They can provide verification of their upcoming class schedule if they have already registered; or
- They can use their upcoming class schedule if they have not registered for classes yet. They can also use their previous class schedule if it is representative of what classes they anticipate on registering for in the upcoming term; or
- If the caretaker says their class schedule for the term that just concluded is not representative, their request for ERDC must be pended for verification of a class schedule that is representative such as their upcoming class schedule.
Examples
- Sarah is a non-working student with July 14, 2023, date of request (DOR). Sarah was taking six credit hours spring term ended on June 14. For the fall term, Sarah will take 12 credit hours. This is not representative and would require verification of their upcoming class schedule. However, if Sarah plans to take six credit hours fall term, the spring term class schedule can be provided as acceptable verification. Other breaks in enrollment are not considered to be a normal school break.
- Terry was attending school during the fall and winter term. Terry did not attend spring term and is applying for benefits in July for the fall term. Since Terry was not on a regular school break, the case would need to pend for the upcoming fall term.
The migration to the new ONE Contact Center from the current Lumen platform is still set to go live. Virtual Eligibility Center (VEC) staff are still scheduled to switch platforms on Aug. 21, 2023. A newsletter was shared with managers and is available with more information about the migration. A communication is also available with information to enroll in training.
This desk guide is to assist staff in their communication with individuals who have communication barriers. These barriers could be, but are not limited to; someone who is deaf or Deaf, deaf-blind or DeafBlind, Hard of Hearing or has a speech impediment. This desk guide includes valuable information on how ODHS staff can access interpretation services through our contracted partners with Cyracom, previously Voiance, and how to request additional services from the Oregon Deaf and Hard of Hearing Services for in person appointment needs.
The first page of this guide has information to assist staff with the process of scheduling and completing an appointment and intake. Resources include links to Voiance log ins and helpful reminders when following the scheduling process.
The second page of this guide has definitions of frequently used terminology and links to resources for more information to expand awareness. The creation of this desk guide has useful information located in one place and is easy to access and reference. It will also help bridge gaps in knowledge that staff may have regarding working with individuals who have communication barriers. This will help ensure that we continue to remove barriers and ensure equitable access to our services throughout our agency.
The 2023 OEP regionals scheduled are starting soon. Leadership across the Oregon Department of Human Services (ODHS) encourages you to attend at least one session. The session topics focus on the work you do and will provide clarification and support for accomplishing this critical work. We plan for future annual regionals and encourage you to help us improve by attending and providing honest and open feedback each year. The schedule for site visits is available for you to review. A morning and afternoon option is available for each district. The sessions are scheduled for:
- 8:30 a.m. to 12 p.m. Pacific Standard Time (PST)
- 1 p.m. to 4 p.m. PST
All sessions will have an in person and an online Zoom option to attend. Time for questions will be included in all sessions. We are excited to visit your district.
Session topics:
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Case Notes: This presentation will review appropriate use of case notes, discrepancies and tips. Reminders of how to capture accurate information and what information is needed in a case note will also be covered.
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Interview Tips and Tricks: Interviewing people for our various programs can be difficult. This session will cover tips, tricks and reminders to ensure we are capturing the correct information.
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ONE Tips and tricks presented by Deloitte: We are pleased to have our partners from Deloitte attending the regionals. They will review some lesser-known tips, shortcuts and trends with the ONE system.
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Tasks: This presentation will review current trends with tasks, completion rates and abandoned tasks. The session will include tips and tricks for completing tasks.
New
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OEP-AR-23-041: Employment Related Day Care (ERDC) Authorized Work Search; Good Cause and Job Loss
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IBP 23-027: Authorized Work Search (AWS2) is not being applied correctly in instances of a permanent job loss based on Good Cause rules.
Updated
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OEP-PT-23-025: Updated Replacement of stolen benefits for SNAP
- Updated the instruction for issuing SNAP replacements due to electronic fraud including a new field and a new error message.
Review all previous Myth Busters, Huddle Topics and Reminders, and Quick Tips on the OWL Troubleshooting page.
Review all current and retired Interim Business Processes on the OWL.
Data Poster for the week of July 16.
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