The ONE Customer Service Center will begin the process of migrating to the new call center platform the evening of Friday, August 18, starting at 7 p.m. PST. The call center platform will not be accessible to staff during this time. Staff should complete all phone calls and log out of the call center platform by 6:50 p.m. PST to make sure there are no interruptions or loss of work.
The phone system will resume operation at 7 a.m. Monday, Aug. 21, 2023. Staff in Phase 1 will work in the new call center platform. Store front office, Area Agencies on Aging (AAA) and Aging and People with Disabilities (APD) program and Self-Sufficiency Program (SSP) staff who make outbound calls using the contact center system will continue to use the current platform until they migrate to the new platform in Phase 2.
Medical Policy is joining all policy teams with monthly Analyst Hour sessions. The 'Medical Policy Meet-Up' analyst hour will begin this Thursday, August 10, 8:35 - 9:25 a.m. Pacific Standard Time (PST). The topic of our first meet-up will be Continuous Eligibility (CE), where we will cover a summary of the CE changes, along with common questions from the recent Take Time for Training (TT4T). We are excited to meet you there!
Please note that medical policy analyst hours will occur on the second Thursday of every month, same time and same Zoom Link as all analyst hour sessions.
Remote Identity Proofing (RIDP) is still federally required for anyone setting up an account for ONE Online and the Oregon ONE Mobile app. People can have their identity proofed by either:
- Contacting Experian or
- Contacting the Applicant Portal Tech Team (AP Tech Team)
The AP Tech Team is the only team within Oregon Department of Human Services (ODHS) with staff trained to assist with RIDP for the ONE Online Portal and the Oregon ONE Mobile. AP Tech Team typically has a wait time of five minutes or less.
Oregon ONE Mobile App promotion
ODHS and the Oregon Eligibility Partnership (OEP) are planning to start promoting the Oregon ONE Mobile app the week of Aug. 14, 2023. An information memorandum transmittal will be shared later this week with resources about the app including a frequently asked questions guide for staff to use when people ask questions about the app.
Resources:
The Public Health Emergency Unwinding (PHEU) continues through July 2024. There are still Public Health Emergency protections in place for many individuals and guidance in the COVID-19 Alternative Processes QRG is still in use. For additional resources, tools and updates on the PHEU process, review the PHE Unwinding OWL site.
The Oregon Eligibility Partnership Learning and Engagement Team (OEP-LET) is thankful and appreciative for the feedback eligibility workers provided for the ONE Services Report Resource for Eligibility Workers resource. This tool is ready to help eligibility workers understand the ONE Services Report.
The ONE Services Report Resource for Eligibility Workers is located in the ONE Services Report Toolkit on the Oregon Eligibility Partnership (OEP) OWL site. This tool includes guidance for preparing staff on how to engage in conversations with management, example scenarios and responses, and more.
The Oregon Eligibility Partnership Learning and Engagement Team (OEP-LET) has removed phone training from the Foundations for Success course. This change is because staff will start to transition to a new phone software starting Aug. 21, 2023.
For staff who are switching to the new phone software later in the project, OEP-LET encourages the continued use of the self-guided training modules. These modules were created to support ongoing learning and direction to each district’s specific needs. Modules can be located at the bottom of the Eligibility Transformation Operational Process (ETOP) page on the OWL.
OEP-IM-23-042: Oregon Health Plan members impacted by MOVEit PH Tech data breach
- This transmittal provides a summary of the data breach that impacted the PH Tech contract that the Oregon Health Authority has with certain Coordinated Care Organizations to help Oregon Health Plan members. A frequently asked questions document is included in case Oregon Health Plan members call eligibility workers with questions.
- This data breach did not impact the PH Tech staff that assist the ONE Customer Service Center. The data system called MOVEit is not used in the supplemental call center support they provide. No state systems were accessed in the breach. The call center staff use the same level of security as all state staff. An overview of how PH Tech supports the ONE Customer Service Center is available in the 21, 2023, Weekly Update.
OEP-PT-23-043: SNAP, Student Meal Plan Rule Change
OEP-PT-23-044: Food Benefits, Pandemic EBT Summer 2023
Scheduling best practices and reminders for eligibility workers and support staff
- Scheduling trends that impact the Virtual Eligibility Center (VEC) Office Scheduler are creating hardships for people applying for benefits through the VEC. These trends are also creating barriers for staff trying to serve people in a timely manner. This resource was created through a work group to identify best practices.
Covid-19 Alternative Processes
- Updated with current version of the Public Health Emergency Unwinding Resource Guide
Hospital Presumptive
- Updated with current version of the Public Health Emergency Unwinding Resource Guide
Tasks
- Updated with system information from June 21, 2023. Updated Task section on automatic reassignment.
Income
- Added information for returning to employment following temporary leave without pay.
Manual Issuance Replacement Benefits
- Added clarifying information on a Denial of SNAP replacement benefits and steps to take when a manual denial is required to be sent using the MSC 0456.
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 30 and July 23.
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